Duplicate complaint records in the complaints view
Ticketclosed
Menlo Quay Medical · Duplicate complaint records in the complaints view
Niamh Fahy reported duplicate complaint records from a batch import, which inflated quarterly counts. Olivia Grant merged one duplicate after checking it and left the other records untouched.
What happened
What this says
As at Fri 9 Oct 2026Niamh Fahy reported duplicate complaint records from a batch import, which inflated quarterly counts. Olivia Grant merged one duplicate after checking it and left the other records untouched.
Problem: Duplicate complaint records from a single batch import appeared for at least one hospital account, inflating the counts in Niamh Fahy's quarterly summary. She said their regulatory records depend on the complaint history.
Handling: Olivia Grant, a Support Engineer, traced the duplicates to one import, checked a pair and merged the duplicate for that hospital on 17 Sep 2026.
Watch: Niamh asked for no merges until both sides were confirmed, and the record does not show her confirming before the merge. The other duplicates are not shown as resolved.
Details
Updated 9 Oct 26Trail
created · Niamh Fahy 15 Sep 2026 14:42Hello, We're seeing duplicate complaint records in the complaints view for at least one hospital account. The same complaint appears twice, once under the hospital and once under a distributor account that shares the hospital's name, so the counts in our quarterly summary are inflated. I've checked the source records and the duplicates were created on the same day, which suggests an import rather than manual entry. We have tried filtering them out by hand, but they come back when the list refreshes. Could you check what happened and whether the duplicates can be merged? Regards, Niamh Fahy Quality Systems Analyst- Public reply · Olivia Grant 15 Sep 2026 20:23Hi Niamh, Thanks for the detail, that's very helpful. I'm looking at the import history now, and the duplicates trace back to a single batch import. I'll confirm exactly which records are affected before I merge anything, so nothing is lost. Could you send me one of the duplicated pairs so I can check both sides? Best, Olivia
- Public reply · Niamh Fahy 16 Sep 2026 09:03Hi Olivia, I've sent one pair for a single hospital. There may be others, but I haven't gone through all of them yet. Please don't merge anything until we've confirmed the complaint history on both sides. Our regulatory records depend on it. Thanks, Niamh
- Public reply · Olivia Grant 17 Sep 2026 13:46Hi Niamh, I've checked the pair, and both sides hold the same complaint history, so the duplicate is the copy from the import. I've merged the duplicate for that hospital and kept the original, so the counts should now match your summary. I've left the other records untouched. Please check the view and let me know if you spot any more. I'll go through the rest with you. Best, Olivia
- Status change · 26 Sep 2026 23:59